Ben Richards

Experience

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  Geneva Technology Ltd

  May 2001 - Feb 2004

  Support Analyst

  Delivery of second line product support for the Geneva Billing system within an SLA framework. Extensive experience in the triage, replication and trouble-shooting of complex production incidents on the RBM/Geneva billing system (Oracle/Unix platform) covering liaison with 3rd line development support for provision and subsequent testing of software fixes or workarounds. Chairing of weekly incident reviews and associated reporting.

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  Convergys

  Mar 2004 - May 2012

  Support Analyst and Tester

  Continuation of previous role with relocation to Edinburgh. This included multiple onsite placements for telecoms operators on four continents along with three months training colleagues in India. The on-site customer assignments were typically in support of upgrade projects, high priority onsite production problems, ad-hoc consultancy and service reviews. In parallel to this, multiple assignments as a tester for major version software customer upgrade projects.

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  Netcracker Technology

  Jan 2012 - Jul 2020

  Analyst team member on a Billing and Operational Support System re-engineering project for a major UK Telecoms Operator, using Agile methodology. My role covers the functional areas of Billing, Payment Interfaces, Revenue Assurance and Reporting. I chair requirements workshops, typically onsite 75% of the time, taking ownership of user stories through to sprint delivery, demo and sign-off. I further provide assistance with QA activities, defect analysis and have also authored 3rd party payment system interface agreements. Show less

  • Business Analyst

    Sept 2018 - Jul 2020

  • Support Analyst & Test Manager

    Jan 2012 - Sept 2018